Legal and regulatory compliance information
Campaign Agent Pty Ltd. ACN 608 962 812 is regulated by the Australian Securities and Investments Commission (ASIC), the Australian Competition and Consumer Commission (ACCC) and AUSTRAC.
Terms and conditions
By accessing or using the Website, you agree to be bound by our Terms and Conditions. If you do not agree to our Terms and Conditions or any revisions of this Website, you should not use this Website and/or any information derived as a result of the use of this Website.
CampaignAgent is committed to meeting and exceeding our clients’ expectations and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with CampaignAgent. We hope you will not have cause to do so, but if you do have a complaint, we have an internal dispute resolution process which is here to help you.
How can I raise a complaint?
Please contact us at:
Phone: 1300 882 622
What happens next?
Once you have lodged a complaint with us, we will acknowledge your complaint within 1 business day. We will then work with you to try to resolve your complaint as soon as possible. To help us resolve your complaint as quickly as possible we ask that you provide as much information as possible.
We will aim to resolve your complaint within 21 calendar days. You are our priority and we take your concerns seriously. If you make a complaint, we’ll keep you informed and provide you with updates regarding the progress of your matter. Our goal is to reach a resolution that you are happy with.
What if I am not happy with the outcome?
If you feel we haven’t addressed your problem adequately after using our internal dispute resolution procedure or it takes longer than the timeframe stated above, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA), of which CampaignAgent is a member (number 41151). AFCA provides consumers with an independent, fair and free dispute resolution process for financial complaints.
You may contact AFCA at:
Phone: 1800 931 678
Post: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne, VIC 3001
Fax: (03) 9613 6399
If you choose to lodge your dispute with AFCA, they will contact CampaignAgent requesting a response.
CampaignAgent was founded to help property vendors (our customers) get the best possible outcome when selling their most valuable asset – their home. We appreciate that not all sales campaigns are successful, that circumstances may change, and life can get in the way of the best laid plans, making it difficult to pay your CampaignAgent bill. Our Hardship Policy exists to help customers who are unable to meet their payments due in accordance with their VPAPay agreement. Based on individual circumstances we allow some extra time to make repayments and ensure no additional fees are incurred. Our support stretches over a wide range of circumstances that include natural disaster, redundancy or recent unemployment, sudden illness, relationship breakdown, domestic or family violence or other personal reasons impacting your ability to meet your financial obligations.
How do I apply for hardship?
Please get in touch with us by visiting our help centre as soon as you can and one of our customer service team members will provide you with the necessary support.
We take all applications for hardship seriously and will do everything possible to ensure that applications are dealt with quickly. Every effort will be made to ensure that appropriate arrangements are made for anyone who is experiencing hardship.
CampaignAgent treats all hardship applications as urgent matters and will confirm the outcome of the hardship application in writing within 21 days from the date of receipt of notification.
What types of hardship arrangements are available?
If your application is approved, you may be offered one of the following arrangements:
- Extension of the term of your payment arrangement so you can make smaller payments over a longer period;
- Postponement of any payments due for a certain period of time; and/or
- Waive of late fees (if applicable).
We are committed to helping you overcome your hardship and still meet your obligations to CampaignAgent, so if you have another reasonable solution, we’re happy to consider it.
How does CampaignAgent assess my hardship application?
We know everyone’s needs are different, so we assess each application on a case-by-case basis.
If we assess that you can reasonably meet your payments by making a change to your terms, we are usually happy to help.